# Page 25 | Intercom Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 25 - Is Intercom the right Customer Satisfaction solution for you? Explore 1131 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/134347/Intercom/reviews --- Intercom 4.5 (1131) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 2nd, 2026 # Page 25 - Reviews of Intercom ## Showing most helpful reviews Showing 601-625 of 1131 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Alaia S. Sales Operations Real Estate Used the software for: Less than 6 months ### "Has been helpful for my company" February 10, 2021 5.0 Intercom helps us get in touch with our user base quickly and for that, it is a great product! I wouldn't recommend it if you're looking to use it for product tours. Pros I liked how easy Intercom was to install, without needing Engineering help beyond the time it took to insert the widget. I can update the user experience to A/B test all through the application. We are also able to test messaging with the click of a couple buttons. Cons Intercom lacks the depth in functionality. While it does a great job when it comes to the chat feature, it doesn't have quite the capacity to do site tours (e.g., user onboarding or highlighting new site features) with enough customization to fit my organization's needs. Review Source Response from Intercom February 17, 2021 Thanks for leaving us this review Alaia, and for letting us know how Intercom is helping you reach your customers quickly. I'm glad you found it so easy to install and get set up too! I'll make sure your feedback regarding Product Tours gets back to the team here - we'd love to hear more about the sort of functionality you're looking for so, if you haven't already, please do get in touch via the Intercom messenger. Thanks again, Kate (Intercom - Customer Engagement) VR Verified Reviewer Marketing Marketing and Advertising Used the software for: 1-2 years ### "Great for Customer Success, but an expensive option" October 28, 2020 5.0 Best website chat, and usage tracking. Helps you understand how to develop or fix your product, understand what your most used features are, and also helps you run campaigns to drive usage. Pros The features that Intercom has for chat are just the tip of the iceberg. The statistics for product usage are honestly the most insightful. Further, developing and deploying campaigns to drive usage are extremely simple and effective. Cons No feature to complain about other than the act that migrating from intercom to other software can be difficult. Further, if you're not on a discounted plan, it can be quite expensive for a smaller or medium-sized organization. Review Source Response from Intercom November 25, 2020 Thanks for taking the time to leave us this review. I'm so glad you've found the Intercom analytics so insightful! We always try to align the cost you pay with the value you're seeing so our team are always at the other end of the messenger if you'd like to chat through your plan options. Thanks! Kate (Intercom - Customer Engagement) Abdelaziz A. Finance Accounting Used the software for: Less than 6 months ### "Un logiciel de live chat " October 17, 2023 4.0 Pros C'est un logiciel facile d'utilisation qui permet d'accueillir les nouveaux utilisateurs, annoncer de nouvelles fonctionnalités ainsi que d'attirer de nouveau les clients qui s'en vont. J'aime bien son interface Cons C'est un logiciel peu coûteux et cela empêche les petites entreprises d'en bénéficier Review Source Gualter A. Tech Support Information Technology and Services Used the software for: 1-2 years ### "Best Chat solution in the Market" May 2, 2019 5.0 Very good. I am able to get around its limitations - technical wise Pros Polished UI, both in backend and frontend. The UX is amazing Cons Pricing model makes it very hard to predict next month's invoice. Review Source KB Kyle B. Marketing Strategy Manager Construction Used the software for: 1-2 years ### "Intercom not worth the time to learn" May 15, 2020 3.0 Not a fan. Switched to Podium and Hubspot. Pros It did what it said. It connects well with other software. It has a lot of features. Cons The user interfaces for the backend is clunky. It's like salesforce for chat. Bulky but does what it says. It doesn't do live time very well. Customers have to wait a while for your responses. Alternatives considered [Podium](https://www.capterra.com/p/164285/Podium/) Reason for choosing Intercom It was something I inherited from the previous manager, but I quickly moved to Podium. Review Source Response from Intercom May 20, 2020 Hi Kyle, thank you for leaving us this review. I'm sorry to hear that you found the Intercom user experience clunky. Usability and design is something we think about a lot so I really would love to hear more about the specific changes you think we could make here. Please do get in touch via the Intercom Messenger on our site as I'd love to chat more. Kate (Intercom - Customer Engagement) Camila N. Customer Success Manager Computer Software Used the software for: 2+ years ### "The best customer support tool!" October 8, 2019 4.0 Pros It's pretty visual and organized the way that all piece of info is shown in the platform. Also, there are possibilities to write on Help Section, create canned responses, export data and even track users/account information. Cons It's not possible to create some RPAs in another language than English, so would be awesome having automatically responses in other idioms. Review Source Arie Dia F. Customer Care Specialist Internet Used the software for: 6-12 months ### "Ease of Use and Great Support" November 13, 2018 5.0 Our clients feel a real-live support through the intercom. Efficient and Effective. Pros Accessibility and easy to use. Great Support. East Integration Cons Who doesn't love intercom? Although the performance statistic is cool, we'd love to see details of other metrics without to export raw data. We'd love to be able to edit custom message during idle. Review Source Alan S. Owner Information Technology and Services Used the software for: 2+ years ### "Intercom has something for every level of support." January 21, 2020 5.0 Pros Even the basic functions allowed swift organization and replies to client/customer emails. Very easy to use. Cons Some of the features need unlocked through premium payment subscription, but that is to be expected with any software these days. Review Source Response from Intercom January 22, 2020 Thank you for taking the time to leave us this review Alan. I'm glad to hear you've found the platform easy to use. Kate (Intercom - Customer Engagement) VR Verified Reviewer Systems Engineer Information Technology and Services Used the software for: Less than 6 months ### "Great pricing and awesome live chat feature" August 17, 2022 5.0 Pros Their Live chat feature is quite reliable and smooth as compared to other alternatives. also, their shared inbox for team is very convenient. Cons Their report and insights are not very detailed as per my requirements but it is decent enough to use. Review Source Damilola M. Manager Information Technology and Services Used the software for: 1-2 years ### "Intercom Review" August 15, 2019 4.0 Pros Among similar software in the market intercom is the most easy to set up for me because I find it more easy to import users, intercom chat system is superb for customer support workflow with their automation service customers will receive an automated message. Intercom integrating other software on their application as made tasks a lot easier to do. Cons Last time I contacted customer support their response to issue is actually to slow, but at the end issue was resolved, I would prefer there is a way to delete bulk messages with a single click Review Source Amanda B. 4th Grade Teacher Publishing Used the software for: 6-12 months ### "Takes a minute to get the hang of it" October 14, 2018 4.0 Pros The layout is very simple. There aren't a lot of menus to keep up with. The gif option when responding to users is pretty cool too. Cons Sometimes the user information doesn't save, which makes it difficult to keep up with conversations from specific users. It would be nice to link conversations for vross referencing. Review Source MF Malcolm F. Product Manager Program Development Used the software for: 6-12 months ### "Easy to use" July 9, 2021 5.0 Intercom works really well for us. Our support teams use it every day to support customers Pros I use this as a product manager to search for context about our customers and understand the details about why they are contacting us for support. It is extremely easy to find the information I need and it works well. Cons They have made a few changes to their pricing structure multiple times and it caused us to have to limit access for anyone that wasn't using it on a daily basis. I wish there was a better way to allow someone to have limited access to view data without requiring a full user. Review Source Response from Intercom July 21, 2021 Thanks for taking the time to leave us a review, Malcom. I really like that as a Product Manager you're using Intercom to find ways to improve your product and support - I can imagine you get a lot of insights out of it. I'm sorry that you aren't happy with our pricing structure. It is something that we always are working hard on to ensure that it is a cost that reflects the value of our product while allowing both your business and ours to succeed. We understand no pricing structure will be perfect for everyone but I will pass on your comments to our account team. Thanks, Eabha (Customer Engagement) Miquel T. CEO Music Used the software for: 6-12 months ### "Good for startups" July 18, 2020 4.0 You can apply to a startup program, which costs 49$/month. Money is worth it. Pros To send push notifications without building anything from your end. Cons You can't send images on the push notifications Switched from [Firebase](https://www.capterra.com/p/160941/Firebase/) Firebase console is (or was terrible at that moment) for sending push notifications. Review Source Response from Intercom July 30, 2020 Thanks so much for leaving us this review Miquel. It's great to hear that you're taking advantage of our early stage program - it really is an incredible offer and we're working on ways to make it even better! Kate (Intercom - Customer Engagment) Frederique C. CMO Computer Software Used the software for: 2+ years ### "null" July 12, 2017 5.0 Review Source RM Robert M. Marketing Consultant Hospital & Health Care Used the software for: 2+ years ### "Great onboarding tool and more!" May 4, 2018 5.0 Pros Intercom is the best tool if you are running SaaS! There is no better tool for onboarding. You can use Intercom as a chat, you can create onboarding funnels, you can easily create the knowledge base and more! Cons I think the price could be lower. There are currently many solutions that try to imitate Intercom and they offer a better price. But none of those tools is as good as Intercom. Review Source MT Maria T. HR manager Computer Software Used the software for: 2+ years ### "A ton of functionality " November 6, 2018 5.0 Positive experience with minimal complaints. Pros There are ton of different uses for this platform. You can proactively send messages to your users as well as use it as a customer support tool. This tools is especially usefull to mange clients whereas Zendesk is better for customers that are not as frequent. Intercom is also a lot more personal. Cons There’s a learning curve. It’s not as simple to use as a Zendesk is but once you get the hang of it, it’s a piece of cake. Review Source Response from Intercom December 5, 2018 Thanks for the great review Maria, glad to hear Intercom has enabled you to have a more personal connection to your customers since switching from Zendesk! BLR Blanca Lorena R. Manayer Marketing and Advertising Used the software for: I used a free trial ### "Comunicación efectiva" July 15, 2023 5.0 Obtengo la habilidad de administrar el correo desde cualquier lugar Pros Chat en tiempo real dirigido a mis consumidores Cons Ninguna, todas se adaptan a mis necesidades básicas Review Source Nikhil W. Web Developer Media Production Used the software for: 6-12 months ### "Best in class messaging" December 29, 2019 3.0 1) The Intercom like the word suggest was the best connectivity the company got after so long and was maintained as well Pros 1) Customer messaging platform which makes user interaction very easy 2) The interaction helps in increase of growth of the company with various chat benefits and intelicense Cons 1) The pricing isn't the easiest for all the small scale industries. 2) Chatbots are good but the way to interact with them can be improved Review Source Response from Intercom January 8, 2020 Nikhil, thanks so much for taking the time to leave us a review. It's great to hear you find our messaging features easy to use and, more importantly, driving results for your company! I've made sure to pass your feedback on to our pricing and bots teams too. Thanks again, Kate (Intercom - Customer Engagement) VR Verified Reviewer Manager Used the software for: 2+ years ### "Solid communication platform that is easy for customers to use" May 15, 2018 5.0 We use this to track customer support inquires when the customer is in-product. Makes it easy to chat and communicate in real time. Pros Customers find it easy to use, the reports information is solid, and it's pretty easy to send out messages that are automated or manual. Cons Not all the functionality is easy to find or understand. The help is prompt, but some navigation improvements may help. But these are small. Review Source VR Verified Reviewer Director, Sales and Business Development Computer Software Used the software for: ### "New user, straightforward setup, great for interacting with website visitors" May 31, 2018 4.0 Pros Notifications via email, desktop, and phone when a chat starts on the site. Interacting with visitors is simple & immediate. The setup required very little work and was pretty intuitive. The customer service feels a bit impersonal, but it's helpful. Cons There seem to be a lot of features that you can only "unlock" with more expensive plans. It would be nice to be able to do more try & buy (free trial of each feature rather than just one 14 day trial period) Review Source VR Verified Reviewer Director Of Front End Development Used the software for: 6-12 months ### "Great customer service/support software for businesses of any size" June 14, 2018 5.0 Pros Easy to set up for developers (and non-developers), and includes everything I need to manage communication between my company and my leads/customers. Cons Pricing, it's a little expensive for all the products - but fortunately I was approved for the special Startup pricing, so it isn't so bad at the moment! Review Source GA Gloria A. Finance Accounting Used the software for: 6-12 months ### "L'intercom nous aide" November 17, 2023 5.0 L'intercom est une application très intéressante. Pros Avec l'intercom nos client peuvent nous contacter à tout moment selon leur préférence. Cons Étant donné que c'est une réseau on peut rencontrer des problèmes de connexion Review Source VR Verified Reviewer Content Marketing Program Manager Used the software for: Less than 6 months ### "Great platform! User-friendly and helpful for many departments of an organization" July 12, 2018 5.0 Pros As a marketer, I loved being able to use Intercom to push different assets, blogs and events to our customer base. It was easy, engaging and allowed me to also track how many people looked at it. I felt like because of Intercom, I was able to have actual conversations with our customer base and build relationships. Sales was also a fan because they could share out upsell opportunities and new features coming down the pipeline. Our customer success team loved it as well because it made their job and workflows much simpler. Cons No complaints here. I'm not aware of what we were paying for Intercom but it essentially gave us another team member. Review Source AP Anca P. Customer Success Specialist Marketing and Advertising Used the software for: 1-2 years ### "Great solution for chat support" January 21, 2021 5.0 Pros Easy to use and very intuitive interface. Cons It has quite a price point, which may not be friendly on small businesses. Alternatives considered [Gist](https://www.capterra.com/p/188710/Gist/) Reason for choosing Intercom Because it also included help documentation features Review Source Response from Intercom January 27, 2021 Thanks for taking the time to review Intercom Anca. I'm delighted to hear you've found our live chat and help centre features so powerful and easy to use. Thanks again, Kate (Intercom - Customer Engagement) VR Verified Reviewer Customer Service Representative Consumer Services Used the software for: Less than 6 months ### "El mejor software de Servicio al Cliente" May 20, 2022 5.0 Excelente, recomiendo a toda empresa que preste un servicio sea a través de Chat o Email. Pros Lo que más me gusta de este software, es la facilidad que nos brindan los MACROS, son muy sencillos de usar y nos facilitan la vida diariamente. Nunca he tenido falla en la conexión, a veces por softwares de terceros se torna un poco lento, pero la respuesta de Intercom en general es excelente. Los detalles autómaticos del cliente que nos contacta, es precisa, la opción de ver la locación para detectar la zona horaria, me parece una de las mejores herramientas de este sofware. Cons A veces la asignación de tickets no es 100% precisa, se podría mejorar en cuanto a este punto. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.